Contact Services Service Representative

************@*****.***

Cel. 720-***-****

RUBEN DE JESUS DE LA CRUZ

ACCOMPLISHMENTS

Over more than 8 years of experience working with two of the largest BPO s in the world, executing and conquering numerous obstacles throughout the way, developing people, as well in improving my interpersonal skills, achieved countless goals in my professional growth. claiming a leadership position in which I’ve learned the necessary skillset to succeed in my specific work environment contributing with the experience earned in the time I have within the company.

SKILLS & ABILITIES

●Quick learner

●Teamwork and Leadership

●Exceptionally organized

●Responsible

●Critical thinking

●Abilities on decision making

●People skills

●Flexibility

●Experience in MS Office tools

●Communication skills.

●Interpersonal skills

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE, TELETECH

Oct 2013 – Jan 2014

●Assisted clients with their t mobile accounts, providing information answering general inquiries and basic technical support

•gained experience to problem solve and provide satisfactory assistance.

CUSTOMER SERVICE REPRESENTATIVE, ALORICA

Feb 2014 – Mar 2017

●Assisted numerous medical vendors with their patient payments, accommodating to their needs and requirements, I also provided missing VCC information so they may successfully process the payments.

●I was trained for pay for you as well, in this role I was part of the accounts payable department in charge of completing payments on behalf of our clients paying for services such as gas, internet, electricity, water etc. Handling sensitive information such as account numbers, credit card numbers.

●During this period I also assisted with training and QA

●Quality assurance coaching’s

PRODUCTION TEAM LEAD, ALORICA CONTACT SERVICES

Mar 2017 – Feb 2022

●In charge of the professional development of 25 associates

●Championed different training/coaching techniques to improve employee performance

●Motivated and developed my team daily to meet clients SL s

●Analyzed performance by 3-hour intervals to ensure the profitability of the project

●Mastered numerous courses of leadership within the company such as AAP, Alorica Academy, Alorica’s Core Training.

●Guided potential leaders as an operations master for the AAP.

●Managed all employee requests (example; days off, vacation days, payroll and scheduling)

●First hand assistance in the recruitment process for the project.

●Participated in the training process for the project providing modules of client procedures.

Involved in daily meetings with offshore and onshore teams

Analyzed performance to ensure profitability of the project.

Weekly coach the coach sessions for agents for development

Responsible for monitoring customer satisfaction comments and scores in a daily basis.

Audited agent performance and created game plans to improve results.

Involved in weekly meetings with offshore QA teams to review results and account performance.

EDUCATION

Universidad Azteca

High School diploma

Year 2004 - 2007

Guadalajara, Jalisco.

Ruben de la Cruz

************@*****.***

BRIEF OF THE QUALIFICATIONS OF

Ruben de Jesus de la Cruz

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